REPUBLIC OF THE PHILIPPINES

Department of Education
Region XI
DIVISION OF DAVAO CITY

CATALUNAN PEQUEŇO NATIONAL HIGH SCHOOL

Km. 12 Catalunan Pequeño, Davao City

DAILY School CATALUNAN PEQUENO NATIONAL HIGH SCHOOL Grade Level G-11
LESSON Teacher JHON RELL L. BALILI Learning Area HOUSEKEEPING
LOG Teaching Week Week 2 Quarter 1ST

Time: 8:30am-11:00am MONDAY TUESDAY WEDNESDAY THURSDAY FRID

AY
Date: JUNE 12-16 2017
I. OBJECTIV A. Enumerate bedroom and bathroom amenities offed in a hotel;
ES PAPER PAPER B. List down procedures in conducting room check, turning down service, and making up of beds,
AFTER THE 60 MIN. WORKS WORKS C. Demonstrate proper handling of guest’s request in housekeeping and following the hotel safety and security PAPER
PERIOD THE 75% standards. WORKS
OF STUDENTS D. Describe and explain the use of different types of housekeeping and front office forms.
WERE EXPECTED
TO;
A. Content Standards The learner demonstrates understanding of the core concepts in Housekeeping

B. Performance The learner independently demonstrates understanding of providing effective housekeeping services to house guests.
Standards
C. Learning 1. Enumerate bedroom and bathroom amenities offered in an institution
Competencies/ 2. List down procedures in conducting room check, turn down and make up beds
Objectives 3. Demonstrate proper handling of guests’ requests in housekeeping following safety and security standards
II. CONTENT Provide Housekeeping Services to guest to Guest

III. LEARNING Housekeeping Textbook

RESOURCES CBLM-Housekeeping
A. References -do-
1. Teacher’s Guide -do-
Pages
2. Learner’s Material Housekeeping by Laarni A. Urbiztondo and Leonora D. Basbas -do-
Pages
3. Textbook Pages -do-
4. Additional www.tesda.gov.ph
Materials from www.youtube.com
Learning Resources
B. Other Learning POWERPOINT PRESENTATION FOR Providing Housekeeping Services to guest to Guest
Resources
IV. PROCEDURES -do-
A. Reviewing previous -do- -do- Video Presentation Brainstorming
lesson or presenting the
new lesson
-do-
B. Establishing a -do- -do- TELEPHONE MANNERS Housekeeping and Cleaning Tools
purpose for the lesson Every hotel regardless of size and situation, has a
telephone The right house cleaning tools can
board/exchange. The first and sometimes the only make all the difference in your house
contact a person has with a hotel is by telephone The cleaning efforts. Effective and easy-to-
speed and manner with which the call is handed can use tools make your house cleaning -do-
leave a lasting impression, either good or bad. It is quicker, less frustrating and more
therefore of paramount importance for all telephone rewarding. Keeping your house cleaning
operators to promptly attend to calls with a clear, tools organized and in good repair helps
friendly voice. The tone of which indicates courtesy, you to find what you need when you
patience and cheerfulness. need it. You don't need to spend a lot of
money on house cleaning tools, but look
Duties of the Telephone Operators for tools that are sturdy and well made
 Receiving of all incoming calls and connecting A good-quality broom can last
them with the required extension directly, many years, even with daily use. Look
promptly and courteously. for a broom that has straight bristles, a
 Outgoing calls whether for guest or the hotel could comfortable and sturdy stick and an
necessitate the making local, long distance or even angle at the bottom of the bristles. The
overseas calls angle helps you to sweep dust and dirt
 A thorough knowledge of necessary procedures to out of corners. To keep your broom in
obtain these connections must therefore be good condition, install a broom holder to
known. keep it off the floor. Standing it on its
Telephone Operators: bristles eventually causes them to bend
1. Punctuality – and break.
 it is extremely important that the telephone
operator reports for duty at least five
minutes before his/her shift.
 This will go through the handing
over/taking over from the previous shift.
2. Personal Hygiene and Deportment –
 operators must be particularly careful that
their mouths are free from odor.
 Hair should be properly groomed and finger
nails well maintained.
A good vacuum helps you with
more than vacuuming rugs. Most
3. Accuracy
vacuums now have a bare floor setting,
 Errors are usually caused by carelessness
so you can use it on tile, linoleum and
or misunderstanding.
wood. With your vacuum attachments,
 Exercise reasonable care , particularly in
you can clean upholstered furniture
putting through connections, ringing,
and mattresses, lamp shades, drapes
listening attentively, speaking and
and car upholstery. Use brush
enunciating distinctly, allowing proper time
attachments for dusting hard-surface
for connections and paying close attention
furniture.
to signals
4. Speed
 The most important features, but accuracy
must be sacrificed for speed.
 An inaccurate connection, no matter how
quickly made is not what the guest wants.
 Speed is skilled performance for each
operation with the least possible
expenditure of energy.
5. Cooperation
 Cooperation between attendants and in fact
all employees is essential for the successful
performance of the hotel’s business.
6. Clarity of Speech
 Clarity when speaking on telephone is
essential.
  In case doubt, repeat what is understood to Vacuum cleaner - s a device that
the guest to ensure proper transmission of
uses an air pump create a partial
what the guest has actually said..
 Clarity of speech is often lost by the operator vacuum to suck up dust and
speaking too fast.
dirt, usually from floors, and
 Always make a point to be attentive when
receiving incoming calls and resident guest optionally from other surfaces as
calls.
well.
 Lack of concentration results in giving
wrong numbers or transmitting wrong
messages which could be disastrous from
Squegees- is a tool with a flat,
the guest’s point of view.
7. A sense of responsibility on the Job smooth rubber blade, used to
 Irresponsibility can lead to the
remove or control the flow of
guest’s/hotel’s loss f business or
equipment damage which is irreparable. liquid on a flat surface.
8. Secrecy
 The operator should be aware of the fact
that the rules and regulations make it an
offence, punishable with dismissal from
service to violate secrecy of telephone
conversations
 All employees are expressly forbidden to
divulge any information regarding
communications between users of the
telephone.
 They are likewise cautioned against
listening unnecessary on connections.
9. Memory
 Developing a good memory is extremely
important for any telephone operator.
 The operator has to keep in memory the
house directory, important telephone
numbers of the city etc.
 It is nice if a telephone operator remembers
a guest’s names as it gives a personal touch
which is particularly important in a service
industry like hoteliering.
10. Concentration, Application and Quickness
  Operators have to develop absolute Caution signs- are signs to
concentration in their work since the lack of
indicate that a place is hazardous
concentration might result in the operator’s
delaying process of answering the calls or and
giving proper attention to an answered call.
dangerous.
 It is also imperative that the operators apply
their mind to their work, take the work
seriously s this will go a long way towards
gust satisfaction.
11. Cheerfulness
 It is important for operators to be alert and
cheerful while handling any call.
 They must be aware of one fact, that they
are only heard and never seen, and hence,
it is essential that an operator brings out the
cheerfulness in his/her service.
12. Careful and Polite
 It is not sufficient for an operator to posses
all other qualities if he/she is not careful
and polite.
Trolley – is a carrying equipment to
 Carelessness on the part of an operator
might result in guest’s getting haphazard transport linens from the
service like getting a number which is not
housekeeping to the laundry area.
required or getting wrong extensions, etc.
 Along with being careful the operator must
posses the quality of politeness as well.
 The operator very often is the first contact
point with the outside public and the
reputation of the hotel is linked up with the
politeness or rudeness of its operator.

Floor polishers are ideal for

shining up a floor. As long as you are
careful and follow directions, your floor
  The operator must polishing experience should be good.
always maintain Floor polishers tend to be heavy and can
his/her poise and be run off on their own if they are not held
polite to a guest even if firm and secure. Because the placement
he is irritating of the handle determines the direction
 He/she must endeavor the machine goes in, it will take some
to so his/her best to practice to adequately work the
render the service machine. Read through the following
required by the guest steps in order to learn how it is done.
at the minimum time
and while doing so, must impress the guest
with his/her politeness.
13. Coordination with other Department in the
hotel.
 The telephone department has to coordinate
its functions with a number of other
departments in the hotel
 The front office, housekeeping, accounts,
etc.

Mopping floors isn't necessarily

a pleasant task, but it's one that needs
to be done to keep the floors looking
their best. A mop bucket with a wringer
makes the job a little easier, especially
when cleaning large surface areas. It's
important to use the wringer on the mop
bucket properly to ensure the mop
doesn't get damaged and the floor gets
cleaned with the right amount of liquid
C. Presenting examples/ -do- -do- Coordination with the front office: Self-Check 1.2-1: Fill in the
instances of the new  Receiving of arrival departure lists -do-
blanks
lesson  Receiving names of VIP’s
 Forwarding trunk call or local call vouchers to the
front office cashier
1. Use to wash and squeeze
the mops
Housekeeping:
 Receive guest complaints like lack of air-
2. A carrying equipment to
conditioning, no water, etc.
transport linens from the
Food & Beverage:
housekeeping to the
 Deals with the telephone exchange persons
laundry area.
wanting to reserve tables in restaurants, room
service of F&B Office.
3. An advertising tool for
 Wanting to utilize the banqueting facilities in the
businesses and other
hotel
organization
  Details about various functions being held in the
hotel 4. An equipment use to shine
Accounts: floors.
 Vouchers are made for the guest trunk calls are
forwarded to the front office 5. It is a tool with a flat,
smooth rubber blade, used
General Duties and Responsibilities of the Telephone to remove or control the
Department: flow of liquid on a flat
surface.
 Telephone operators are responsible through
the tel. supervisor to the management for
rendering superior telephone service.
 Satisfying the personal requirements of the
guest calls for the systematic exercise of
cheerfulness, speed accuracy and cooperation

Operator and the Guest:

 The operator must bear in mind that in all
dealings with guest. They represent management
 Courtesy depends as much upon tone of voice and
manner of speaking as upon it is actually said.
 Courtesy makes work easy and pleasant
 It is necessary to be distinct enunciate clearly and
deliberately make use the guest’s name if know to
the operator
 At any rate, expressions such as “ yes, Sir”,
“Thank You”. “No Madam”, “one moment please”,
must be used.
 Guest must always be addressed as “Sir” or
“madam”

Complaints”
 When a patron is experiencing difficulty and
complaints, he/she must be connected at once to
the supervisor saying “ One moment please” I will
connect you with the supervisor
 The operator’s attitude in such a case must be that
of concern.
 Indifference at any time is resented by a guest.
Memorizing House Directory:
 Operators are required to familiarize
themselves with the house directory and
memorize official extension numbers and
locations and the names of officials
 Repeating or passing telephone calls and
enunciate the letter and numbers in
accordance with the following rules for
enunciation:

‘0’ to be pronounced as ‘OH’ with a long O

‘1’ ‘WUN’ with a long N
‘2’ ‘ TOO’ with a strong T
and a long OO
‘3’ ‘’THREE’ with a strong T
and a long E
‘4’ ‘FO-WER with a long O
‘5’ ‘FIVE” with a long I and
strong V
‘6’ ‘ SIKS’ with a strong X
‘9’ ‘ NI-YEN’ with a strong N
in the end
‘10’ ‘Sharp T SOUND AND
STRONG E-N
Answering Primary Steps in outgoing calls
 When answering lighted telephone jack
“ May I help you please” be sure to
speak with a rising and cheerful
inflection

Busy signal:
 “ I am sorry your number is busy” May I
call you again?

Incoming call
 “ Good Morning Hotel XYZ
D. Discussing new -do- -do- Handling of Equipment Answers to Self-Check 1.2-1 -do-
concepts and practicing 1. A little care with telephone equipment will
new skill #1 help t get the best out of it and keep trouble
free. 1.) mop bucket
2. never spill water on the equipment
2.) Trolley
3. handle the headset carefully
4. avoid jerky manipulation of keys when ringing 3.) Brochure
5. if the switchboard has plugs, hold the sleeve
4.) floor polisher
between the thumb and the forefinger when
inserting the plug. 5.) Squeegees
6. select cords judiciously to avoid unnecessary
tangling of cords
7. when dialing use a finger and not a pencil
8. let the dial return freely and not guided by the
finger
9. whenever there is any equipment default,
report the matter to the tel. supervisor
10. operators are not allowed to overhear
conversation while sitting on the board.

E. Discussing new -do- -do- Self-Check 1.1-3: Fill in the blanks

concepts and practicing
new skill #2 -do-
F. Developing Mastery -do- -do-

-do-
G. Finding practical -do- -do- 1. It is extremely important that the telephone -do-
applications of concepts operator reports for duty at least five
Task Sheet 1.
& skills in daily living minutes before his/her shift. ___________
 Title: “ Operating Facilities & Equipment

Performance Objective: Responding to gu

guests how the video works .

Supplies: Operating manuals, room supp

Equipment: television and video player, a

Steps/Procedure:
1.) Advising guest on the correct usage of
2.) Malfunction are properly reported in a
operating procedures, and where possible
are made to meet the guest needs.

Assessment Method:
Refer to performance criteria checklist

H. Making -do- -do- 2. The operator should be aware of the fact Performance Criteria Checklist for -do-
generalizations & that the rules and regulations make it an
Task Sheet 1.2-1
abstractions about the offence, punishable with dismissal from
lesson service to violate _____________of telephone Criteria
conversations
1. Collection time for requested equipment is agree
where appropriate.
2. Checking information in response to guest requ
 3.Standard operating procedure of all malfunction
equipment
4.Responding to all types of housekeeping
services/equipment
I. Evaluating Learning -do- -do- -do-
Answers to Self-Check 1.1-3

1. Punctuality
2. Secrecy
3. Memory
4. Clarity of speech
5. Careful and polite

J. Additional activities -do- -do- -do-

for application or
remediation
V. REMARKS -do- -do-
-do-
VI. REFLECTION -do-
A. No. of learners who -do- -do- 35 10 -do-
earned 75% in the
evaluation
B. No. of learners who -do- -do- 6 4 -do-
require additional
activities for
remediation who scored
below 75%
C. Did the remedial -do- -do- Yes, all the learners caught up with the lesson Yes, all the learners caught up with the lesson -do-
lesson work? No. of
learners who caught up
with the lesson
 D. No. of learners who -do- -do- -do-
continue to require
remediation
E. Which of my -do- -do- Video Presentation Video Presentation -do-
teaching strategies
worked well? Why did
these work?
F. What difficulties did I -do- -do- -do-
encounter which my
principal or supervisor
can help me solve?
G. What innovation or -do- -do- None None -do-
localized materials did I
use/discover which I
wish to share with other
teachers?

Prepared by: Checked by: Noted:

JHON RELL L. BALILI HELEN A. BASAN ROMEO S. CAMILOTES, EdD.

Teacher Admin. Officer/ SHS Focal Person School Principal